1 / 2

What is “Media-Blending”?

What is “Media-Blending”?. Non-Blended Environment:. Location. Processing Environment. Reporting. Media Type. Conclusion: Non-blended environment results in significant inefficiency and an inability to track the true productivity of a Agent due to disparate reporting. I/B Call. Phone.

madaline-ewing
Download Presentation

What is “Media-Blending”?

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. What is “Media-Blending”? Non-Blended Environment: Location Processing Environment Reporting Media Type Conclusion: Non-blended environment results in significant inefficiency and an inability to track the true productivity of a Agent due to disparate reporting. I/BCall Phone PhoneReports Emails OutlookFolder EmailSearch LegacyReport TicketFollow-Up LegacyFolder PhoneReports Agent must determine what task he/she should do next and then “pull” the work item from the appropriate location. O/BCall Phone Other Reports Other? Other?

  2. What is “Media-Blending”? Blended Environment: Location Processing Environment Reporting Media Type Since all work is queued from the same system, consolidated view of a CSR’s day can be produced Conclusion: Fully Media-Blended environment creates significant efficiency through reduced “white-space”, enhanced queues, and consolidated reporting. I/BCall Phone Emails OutlookFolder Consolidated Reporting TicketFollow-Up LegacyFolder O/B Call Phone Media-Blending functionality determines next interaction that should be worked by CSR and “pushes” work when last work item was completed Other? Other?

More Related